Description

Have you ever experienced the delight of knowing you'll get a delivery exactly when and how you wanted it? Amazon Delivery's Customer Experiences team (ADX CX) is seeking our next Principal Designer to reimagine how millions of customers engage with their purchases across the entire post-purchase journey, transforming everyday moments into experiences customers can genuinely look forward to.

In this role, you'll lead the strategic vision for post-purchase experiences spanning order tracking, delivery management, and returns. A key part of this role involves scaling our design systems to empower teams across Amazon's retail business with consistent, accessible patterns. You'll also champion AI enablement, exploring how emerging technologies can augment customer experiences and team capabilities.

Your impact will extend beyond crafting intuitive solutions, you'll collaborate with senior leaders and diverse teams to connect evolving customer needs with emerging technologies. You'll mentor UX designers, serve as the connective force between teams, and uncover deep customer insights to turn ambitious concepts into seamless features, reshaping how people interact with their orders at scale.


Key job responsibilities
As a cornerstone of design leadership for our team and the broader Amazon Delivery Experience design organization, you will:
• Establish design strategy and vision to inspire and deliver impactful experiences for the customer by delivering on design artifacts, research, and innovation activities
• Identify cross-organization opportunities and align scalable solutions across programs and organizations to ensure a cohesive customer experiences
• Develop and maintain a rising quality of design standards including accessibility, UX guidelines, and CX metrics across teams and partners
• Present and defend design recommendations to partners, stakeholders, and executive leadership for alignment, feedback, and approvals
• Partner with business and technology teams to leverage scale for new innovations without compromising core experience principles
• Exemplify and advocate for ideal design standards and operations in partnership with leaders across the organization
• Educate teams and maintain points of view on the use of emerging and evolving technologies for CX innovation like AI, LLM, and more

About the team
The Amazon Delivery’s Customer Experience team (ADX CX) team is a diverse group of designers and researchers that share our experiences and help each other succeed. We operate within the broader Amazon Delivery Experience design organization that includes teams focused on operational and transportation experiences critical to the success of the holistic delivery journey. We value individuals who drive inspiration, collaboration, and connection by bringing their authentic selves to work and respecting everyone’s unique voices. We love complex problems, growing in fast-evolving environments, taking action, and learning from mistakes. We champion the customer voice (spoken and unspoken) through objective insights that inform the collective design and increase customer empathy across Amazon. Our creative work impacts millions of customers worldwide and we are proud to be a part of it.